What was the challenge?

This initiative, as with all digital transformation efforts across Neath Port Talbot County Council, was driven by the need to improve service delivery, address financial pressures and generate cost savings, with technology used to enhance, not mask, existing processes. 

Who would benefit and how?

The project explored the potential AI benefits for significant processes such as case auditing in adult and children’s social services, aiming to reduce practitioner workload by reducing manual review time for large case files, and Welsh translation of web content with the intent of creating measurable efficiency gains across the council workforce. 

What was the solution?

Small scale trials of Microsoft Copilot in various directorates, followed by broader pilots run as 12-week trials between January and May 2025, culminating in evaluation reports to help inform further adaptations or wider adoption and a significant increase in paid Copilot subscriptions. 

Support during the pilots included onboarding materials and use of Microsoft training resources to build skills, and Community of Practice forums and in-person events to share best practice. 

Subject matter expert ‘champions’ are encouraged to drive adoption within their teams, so the council’s digital services team is working with the training and learning department to develop an AI learning pathway to identify and upskill ‘champions’ and address gaps in technical expertise across the workforce.

Who was involved?

Initial trials were conducted with senior leadership to identify use cases and measure time savings. 19 uses cases were identified to be explored in a broader pilot involving 128 senior leaders, supported by a community of practice and service area ‘champions’, key subject matter experts identified in each directorate to lead on defining use cases and operating procedures, developing data protection impact assessments and ensuring smooth adoption. 

What was achieved?

The pilot measured time savings and user sentiment, resulting in an estimated 2,440 hours saved annually across the 19 use cases. Users reported 85% improved productivity, 82% being able to complete tasks more quickly and overwhelmingly positive feedback, and ongoing adoption, by the majority of stakeholders

How was the Welsh language considered?

Though demand for Welsh Language services in the NPT Local Authority area is relatively low compared to other authorities, Copilot was tested for Welsh translation with the web content team, achieving around 80% accuracy and saving time on longer documents, with human review remaining an essential step to ensure quality and accuracy. 

What were the key governance steps taken?

Specific to this project, Copilot operates within the Council's Microsoft tenant, ensuring enterprise data protection. More broadly, NPT’s AI Governance Board oversees the council’s responsible approach to AI innovation, addressing privacy, security and ethical considerations while ensuring that innovations are aligned with Welsh Government strategy, so all initiatives reflect national guidance and standards. 

What lessons have been learned?

Following the pilot, and the success of identifying ‘champions’ in each service area, directorates are empowered to procure and manage their own Copilot licences, with service leads acting as champions. Adoption varies by department, with some areas more advanced in identifying benefits and integrating Copilot into their daily workflows. The team also recognise the need to continually improve data labelling and retention policies to mitigate risks of outdated or incorrect information being used. 

Supporting information